The BetterWorks Library

If you’re looking for the best OKR and continuous performance management resources available online, the BetterWorks library provides whitepapers, business goal setting examples and insights, case studies, videos, webinars and more – all in one convenient location.

How CPM Can Improve External Service, Not Just Internal Performance

January 24, 2018

Most the time, performance management is viewed solely as an internal tool. And while employee productivity and morale are certainly focus points of performance management, they aren't the only areas that can stand to benefit.

Rather, strategic thinking from managers and HR professionals can help improve external barometers of success when they concentrate on improving the internal situation. When employees receive better feedback and guidance, they're more motivated and knowledgeable on how to get their work done. All these inputs can then carry through to increased satisfaction for a client.

But not all performance management arrangements lead to such positives. Static frameworks that don't emphasize regular communication lead to internal confusion that ends up negatively impacting the customer. However, continuous performance management (CPM) can be used to promote a virtuous cycle of responsive managers, motivated employees and satisfied customers.

Lack of communication ultimately hurts the client

It can be easy to get tunnel vision when it comes to performance management unintentionally. With most of the attention being placed on work quality and output, managers and employees can get hung up on their own metrics. Indeed, it's only normal for this to happen. But when the blinders come on, teams begin to lose sight of the ultimate goal: the client's satisfaction.

In performance management structures that are generally inflexible and depend on annual reviews, it's hard to promote collaboration that works toward the client's end. Sometimes this may be due to a lack of feedback being transmitted to the point-employee in charge of an account. Other times it could be chalked up to stress an employee feels in the lead-up to an annual review (when they've gotten little feedback in the 12 months before) and which indirectly affects a client.

in any case, companies with cultures that don't place value on consistent and honest communication may be feeling ill effects outside the office. In order to deliver on budget or to specifications, businesses need everyone working together; and when performance management leads to everyone ending up in their own feedback-less silos, it's the client who ends up worse off in the end.

CPM gets everyone working toward a united goal

A key tactic to ensuring everyone is on the same page is using CPM. As a performance management structure, CPM places emphasis on ongoing communication between managers, employees, teams and all stakeholders involved. The more communication and exchange of ideas that takes place, the better positioned the company is to deliver on promises to a client.

When managers and employees talk to one another, they can brainstorm out of jams and monitor progress more closely. When employees can then communicate accurate data to other team members, those departments are better equipped to play their part. Through it all, a virtuous cycle of communication and positive outcomes is generated, and the ultimate beneficiary is the client.

CPM is so valuable to companies not just because the tangible effect it has on productivity, but also the cultural role it can play. When looking to improve your internal workflows and external client results, consider how CPM can help you achieve goals. Contact BetterWorks today for more information on how our software suite can help you bring CPM to your office.

First name

Last name

Phone number

Job title

Company name

Number of employees

Country

State

Yes, I'd like to receive emails from BetterWorks; I understand I can unsubscribe at any time.